Eight years inside ANZ marketplaces — Uber, Uber Eats, fintech, EV — diagnosing failure modes, synthesising messy inputs into a clear story, and building the operational fix. I write the playbook, ship the rollout, and stay close to the merchants. Ready to do that for DoorDash.
Three projects that map almost 1:1 to the DoorDash Merchant Strategy & Ops brief.
At Uber Eats ANZ I led a root-cause project that mapped 9 defect types by frequency, financial impact, and eater pain — then sequenced the top 3 (Missing Items, Wrong Order, Cold Food) into Phase 2 RCA.
Redesigned the ANZ partner funnel: segmentation, experiment design, a workflow and staffing model, and an operational cadence that put a human alongside high-value merchants at the moments that mattered.
Built an internal AI assistant using Claude Code to speed up reporting, proposals, and network documentation across 100+ DOOH stations — proof I can use AI/internal tools the way DoorDash wants.
Synthesised adoption, support load, and commercial risk into a portfolio health score at Ambit — so we could read the room across a $1.6M book and intervene before churn instead of after.
Core member of the ANZ city launch strike team — Tauranga, Hamilton, Dunedin, Queenstown. Owned partner onboarding, compliance, QA gates, and the playbooks that became the launch standard.
At Uber Eats during DoorDash's ANZ entry: owned segmentation, sequencing, QA, performance monitoring in Salesforce, and live reroutes to high-leverage cohorts when numbers wobbled.
Hi DoorDash Merchant Strategy & Ops team —
I've spent the last eight years in the unglamorous but vital parts of the marketplace: the defect logs, the unfulfilled queues, the merchant activation funnels, the SLA spreadsheets nobody wants to open on a Monday.
At Uber and Uber Eats, my job was to find out why an order didn't happen and build the process so it didn't happen again. I led the root-cause deep dive into Eater Defects (mapping financial impact vs. eater pain to choose where to spend ops hours), and I built the proactive onboarding model — Project Alfred — that drove a ~30% lift in partner activation across ANZ.
Why this role, why me:
Melbourne-based, full working rights, available immediately, and allergic to sloppy launches.
Cheers,
Shourjo
Pick the top 1–2 reliability defects driving merchant churn and customer cancels in ANZ. Synthesise the qualitative + quantitative picture and size the impact. Ship a tracker so the team sees movement weekly. Pilot the operational fix on a slice of the portfolio, instrumented for a clean readout. Document the playbook so the next city, the next AM, the next quarter all inherit the win.
The JD asks for 1–3 years; I have 8+. I'm explicitly applying for a hands-on analyst seat because that's the work I enjoy and the seat where I'm useful fastest. No fiefdom, no overhead — just reliability wins.
Four habits that show up in everything I ship.
Defects don't get fixed in slides. I start in the warehouse, find the cohort with the bleeding metric, and quantify the cost in dollars and eater pain before anyone touches a process.
If the metric isn't visible weekly, the fix won't stick. I build the dashboard first so the org has a feedback loop the moment the pilot ships.
Project Alfred ran on a slice before it ran on a market. The playbook is part of the deliverable — not a follow-up "if we have time."
LockyDockNZ is the latest example: report writing, doc drafting, and proposal scaffolding offloaded to an internal AI assistant so humans stay on the judgment calls.
Marketplace ops, merchant success, fintech, EV, DOOH media — the through-line is reliability and operational rigor.
Melbourne-based, ready to start, and happy to walk through any of the case studies above on a call — including the analysis and the operational rollout behind them.